M17x DPC Latency

[FullSailDan]

Sauce I totally understand and am right there with you. In my case they admit that replacing hardware wont fix the issue but say its the "documented procedure" and whenever I ask for an escalation or supervisor, i am denied. I'm riding out the replacements and seeing what happens. Of course my motherboard replacement has "been switched to a different support provider" about 3 times now and I am beginning to think they are just creating a stall pattern.

[Megacharge]

Sauce I totally understand and am right there with you. In my case they admit that replacing hardware wont fix the issue but say its the "documented procedure" and whenever I ask for an escalation or supervisor, i am denied. I'm riding out the replacements and seeing what happens. Of course my motherboard replacement has "been switched to a different support provider" about 3 times now and I am beginning to think they are just creating a stall pattern.

They are trained to use the stall pattern, you need to go into your support with this in mind, and always ask for the head rep. After 3 failed software/hardware attempts in a row go for the replacement or refund, and do not give up on your stance.

EDIT: If the head rep asks "what makes you think the R2 model doesn't have the same issue?" just point them to this thread and Rengsey's post with video showing the DPC latency checker open with 8 different apps running at the same time without a hiccup or red bars.

[Dequiallo]

They are trained to use the stall pattern, you need to go into your support with this in mind, and always ask for the head rep. After 3 failed software/hardware attempts in a row go for the replacement or refund, and do not give up on your stance.

This is the sort of thing that I was hoping would end once Dell acknowledged the problem. Which they have. Finally.

[Mattk]

There's been an official acknowledgement?

[ndudsz]

In reading this thread since its inception and contributing very little. Here are my .02789547 cents worth of opinion.

Some of the posts I read are purely an individual angling to get an R2 as an upgrade to the rig they just recently purchased - problems or not.

Secondly, the fact that Dell, Inc. has acknowledged this problem and has assigned official representation in Bill to comment here - daily - is a sign of a company and engineering department confident that they will find a fix in this problem.

Don’t misunderstand my sentiment here… this is a major issue. This is an issue impacting a large number of individuals who paid for a premium product that is currently not able to perform basic tasks as would be expected. Thankfully for all of us, this issue is out in the open, officially verified by Dell and a hot topic of discussion here and on other web sources.

If this were an issue that was not going to get fixed in a prioritized fashion or “could not” be fixed, we would not see Dell representation participating in this tread or, more to the point, commenting on the topic at all.

I don’t know if this helps? In my instance, this rationale has stopped me from wasting any of my time calling tech support.

Let’s all hope for a speedy resolution and fix.

I disagree with this. Most people here want a working laptop, what they paid for. This laptop has been out for several months and has not been fixed. I don't know about you, but it is not okay for most of us to have a broken laptop and no guarantee of a fix or a replacement. There is no guarantee that they will ever be able to fix it just because they say they are working on it. The only fix may be a brand new one. Dell just saying they are going to fix it is no longer good enough, after the last two failed fixes it is about time for a working replacement.

[Dwarf King]

And we actually just want what we paid for. That is a new machine that is working without any defective parts or high latency. Is this to much to demand? I mean Dell could have put a hold on this R1 system until this issue had been solved. I did not tell the sales man at Dell this "Hi I would like to buy a m17x with a high latency issue and by the way could you through in a Bios A02 that won't really live up to the task of handling this machine". I ordered a new machine ready for use. So what is all this about we have to accept waiting for six months? No no waiting. A fix should be offered immediately or a replacement. Anything else is really not fair or legal(as far as I know).

[maxwell36]

cyninger,

It really does not make any sense when you say that people only want an R2 swap. You really gain nothing, maybe a little faster processor and maybe if your lucky an RGB screen. But you lose the integrated graphics along with battery life. So to me you would break even. And if dell can not fix this problem then I think it would be a fair solution, if it comes to that.

[Dell-Bill_B]

Bill, do you know how much nvidia is involved in helping you finding a fix?

Yes, I have a pretty good idea. I can't really quantify their involvement like I have ours, but I can tell you without equivocation they are more involved than they were before about 5 PM, EST, this past Monday. How much more, I do not know, and would frankly be hesitant to characterize in a public forum for good reason. In no way am I, as an official Dell representative, saying the problem is Nvidia's. We took your money. It's our problem, and our sole responsibility to provide a fix, and we will.

But since Dell sell's this product they are ultimately responsible for how to handle it.

Agree 100%.

There's been an official acknowledgement?

We have acknowledged the problem on our blog. That is a Dell URL. The site is staffed by Dell employees, and you will find no disclaimer that any of the content authored by Dell employees is not Dell's official position.

[stamatisx]

Isnt it a bit unfair that Dell is taking all the heat for this while the real responsibles, nvidia, remains relatively undamaged?

Bill, do you know how much nvidia is involved in helping you finding a fix? I'm sorry for hijacking this Alienware thread but this DPC latency problem extends to other computer brands (Clevo, Toshiba and others, see this thread) but we do not have the strenght of numbers that the Alienware community has.

For us exchanges/repairs from Dell is not the solution, we're really looking forward to a fix for nvidia products.

That's so true roymathieu

[ndudsz]

Hey Bill,

Is there a way a date can be set that the M17x DPC problems are deemed unfixable? I know that engineering is working on a fix and all, but I just am not confident that this will fix it. I think it would reassure everyone with this problem if we had a date that it had to be fixed by or a replacement. I know that you specifically can't make this happen, but would you be able to suggest it to someone that can?